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Thank you for cooperating with the drug switches as advised by the MEDICINE MANAGEMENT TEAM AT THE CCG. 

Old Road West Surgery is disappointed at the decision by the Care Quality Commission to place the practice into special measures, following a practice inspection in August 2017. The CQC inspection report highlighted areas where the surgery was delivering a good service, which reflects the commitment of all practice staff to high quality patient care, but also identifies areas that we need to improve.

We take the safety and welfare of our patients very seriously and have already started addressing each of the CQC concerns through a robust action plan.

We are committed to making all necessary improvements for all of our patients and the practice is confident that the outcome of any future CQC inspection will reflect this.

Patients that may have specific feedback or questions regarding our service are encouraged to write directly to the practice via letter or email so that we can respond to each enquiry we receive.

Practice Policies

bluefolderPractice Complaints Procedure

If you wish to complain about any aspect of your care or our service, please use the link below, ask at reception for a "Complaints Pack" or ask to speak to our acting practice manager, Ricki Wittenbaker.

Please click on the following link for further information:

Practice Complaints Procedure

Patients Rights and Responsibilities

As a patient, you have the right to access your medical records and requests to do so should be made via the practice manager.

New patients are entitled to choose the doctor with whom they are registered. Please also note that this is a group practice and you are able and encouraged to see any of the doctors, regardless of whom you are registered with.

All of our doctors and nurses can be seen by appointments of at least ten minutes’ duration and it is your responsibility to keep any appointment you have pre-booked.

Should you be unable to keep an appointment for any reason, please ensure you notify the surgery at the earliest opportunity so the appointment may be offered to another patient. The demand for appointments is high and failure to attend / cancel an appointment means valuable appointment time is wasted. Persistent wasting of appointments may result in your removal from our practice List.

Violence Policy

We enforce a policy of Zero Tolerance when...

  • any act of violence is threatened or conducted towards any member of our staff or any practice property;
  • any of our staff are subjected to intentionally abusive or foul language;
  • patients repeatedly fail to attend pre-booked appointments without notifying the surgery that they will be unable to attend their appointment;
  • any practice services are obtained by deliberately fraudulent / deceptive means;
  • any patient is known and/or witnessed to be guilty of wilful or malicious damage to, or theft of, any property of the practice or that of any practice staff.

Usually a written warning will precede any action taken to remove a patient from our practice list.

Confidentiality and Data Protection

All information about you is held in strict confidence. Details will not be disclosed to any third parties without your prior knowledge, e.g. when you are being referred to hospital, or without your verbal and/or written consent in the case of medical reports, access to your records, etc.


The Practice has in place robust policies for safeguarding children and safeguarding vulnerable adults.


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